David Myers
Leander,TX
Summary
Customer Support & Technical Operations leader with 10+ years of experience in fintech and SaaS environments. Proven track record of leading support teams, resolving high-impact escalations, and improving SLA performance. Hands-on experience using SQL for data analysis and troubleshooting, along with driving process improvements and supporting automation initiatives. Strong cross-functional partner with Product, Engineering, and Operations to enhance system reliability and client experience.
Overview
14
14
years of professional experience
Work History
Lead, Technical Support Engineer III
Kasasa
Austin
05.2023 - Current
- Lead and mentor a team of Technical Support Engineers, driving performance, accountability, and skill development
- Own high-impact escalations (data issues, payout discrepancies, file failures), ensuring fast resolution and minimal client disruption
- Improve SLA adherence by optimizing workload prioritization and operational processes
- Partner with Product, Engineering, and Operations to identify root causes and prevent recurring issues
- Implement process improvements across file validation, re-comps, and rewards processing to increase accuracy and efficiency
- Monitor trends and risk areas, proactively communicating potential client impact
- Support product releases and train team on changes impacting rewards and qualification logic
Technical Support Engineer III
Kasasa
Austin
05.2020 - 01.2023
- Supported and provide end-of-monthly files for 100 plus clients each month.
- Provided backup support for daily monitoring and troubleshooting.
- Owned and managed multiple concurrent troubleshooting projects while driving a high level of quality assurance.
- Participate as needed on client calls as subject matter expert on technical aspects of Kasasa products.
- Upgraded software installation, and configuration when necessary.
- Created and maintained databases (SQL), writing queries and stored procedures, and providing departmental documentation.
- Work as part of a team to create and maintain technical notes on the internal knowledge base.
Upgrade Technical Engineer I
Kasasa
Austin
01.2020 - 05.2020
- Assisted in upgrading 400 plus clients from our old on-premise software to a cloud-based solution in 1 year.
- Compared both platforms to make sure they matched by comparing qualification, rewards, and Kasasa software.
- Reviewed each Upgrade Technical Engineers’ work during whitelisting to assure there were no errors before going live on the new Platform.
- Helped create process improvements and documentation.
Technical Engineer II
Kasasa
Austin
09.2018 - 01.2020
- Provided great customer service while maintaining top levels of technical proficiency and simplified technical explanations during implementations of Kasasa software for new clients.
- Experience Mentoring Technical Engineer I team members to help with self-efficiency and spread technical knowledge to assist with upgrade and new launch clients.
- Achieved a Subject Matter Expert (SME) in one or more Kasasa products/tools to answer questions by Technical Engineers, Launch Product Managers, or Customer Success Managers.
- Supported multiple OS platforms such as 2003, 2008, and 2012 servers with a concentration on MS SQL Server, WINSQ, and various core software (Example: Business Analytics and Cognos)
- Used various programs daily: AWS (Athena and S3), Microsoft SQL Server, Splunk, Jira, SalesForce, and Rundeck.
Sr. Manager of Enterprise Systems
Flix Brewhouse
Round Rock
03.2018 - 08.2018
- Assist in configuring new point of sale equipment at new Flix Brewhouse locations.
- Support and maintain unit Point of Sale devices, head and back-office databases (i.e., film, loyalty program), gift cards, menu items, and IT infrastructure.
- Analyze and dissect issues to identify root causes that arise with Vista software. Escalate problems by opening Vista support tickets for items that cannot be resolved during initial troubleshooting.
- Manage Vista support tickets from creation, research, and through closure. Provide Vista support and development teams with updates, request additional supporting information, and require a final confirmation of issue resolution.
- Assist with the setup and testing of new Vista applications and programs. Utilize lab to verify proper setup before implementation in production.
- Maintaining an active role with the various teams within the operations group and help all Flix Brewhouse departments.
Sr. Implementation and Customer Success Manager
SmartTouch Interactive
Austin
08.2017 - 03.2018
- Participate in discovery calls for new clients to determine current data storage system, contract components, new system needs, then complete the implementation and migration process efficiently.
- Work with programmers to migrate client’s current email templates from the Classic platform to the NextGen platform.
- SmartTouch “expert” in setting up workflows for sales, marketing and customer service.
- Set up forms on client web pages to import data into the NextGen platform.
- Monitor client CRM usage post implementation with scheduled check-ins every 8 weeks for the first 6 Months.
- Develop and provide in-depth training for clients based on the clients specific CRM needs.
- Prepare tickets for DEV to correct system issues or to provide an estimated time to launch a software enhancement.
- Participate in weekly open-ticket meetings to review ticket statuses with AEs, product team, and developers.
- Ultimate troubleshooter in helping solve implementation and product-related issues, helping to provide solutions, and work hand in hand with the Sr. Product Manager
Technical Implementation Analyst/Project Manager
First Data
Austin
04.2014 - 08.2017
- Responsible for gathering requirements, post-launch implementation, testing, and troubleshooting of various SaaS products for financial institutions across the United States. Typical projects would include Data Center Migrations, Product conversions, and upgrades; i.e. Real-Time interfaces, Batch file conversions, image item conversions, and Disaster recovery VPNs.
- Oversee, plan, and coordinate with networking, developer groups, and including the customer to complete projects within stated deadlines.
- Taken the lead with the technical support teams to troubleshoot, implement, and document Productivity tools for the team and create procedural documentation to help improve the processes and lead times.
- Used UNIX to troubleshoot networking issues, build scripts to pull batch files, and create directories/files.
Relationship Management
First Data
Austin
02.2012 - 03.2014
- Served as the liaison between Relationship Managers, Implementations, billing, legal, product, and customer service to aid Relationship Managers dealing with complex issues.
- Lead the de-conversion process for Financial Institutions and coordinate termination with internal and external stakeholders.
- Handled all escalated and complex issues that customer service could not resolve.
- Identified operational gaps and create a solution strategy to improve processes.
- Strong background in training customer service, clients, and relationship managers.
Education
Bachelor of Arts - Economics
Texas Tech University
Lubbock, TX01-2010
Skills
- Operating Systems: Windows, macOS, Android
- Tools & Platforms: Salesforce, Jira, SharePoint, MS Excel, PowerPoint, MS Project, Access
- Data & Reporting: SQL, Oracle Database, Microsoft SQL Server, XML, AWS (Athena, S3)
- Support & Technical Expertise: Technical support, application support, troubleshooting, incident & escalation management, networking fundamentals
- Leadership & Operations: Team leadership, coaching and mentoring, KPI/SLA management, process improvement, cross-functional collaboration, project coordination
Timeline
Lead, Technical Support Engineer III
Kasasa
05.2023 - Current
Technical Support Engineer III
Kasasa
05.2020 - 01.2023
Upgrade Technical Engineer I
Kasasa
01.2020 - 05.2020
Technical Engineer II
Kasasa
09.2018 - 01.2020
Sr. Manager of Enterprise Systems
Flix Brewhouse
03.2018 - 08.2018
Sr. Implementation and Customer Success Manager
SmartTouch Interactive
08.2017 - 03.2018
Technical Implementation Analyst/Project Manager
First Data
04.2014 - 08.2017
Relationship Management
First Data
02.2012 - 03.2014
Bachelor of Arts - Economics
Texas Tech University